Assistant Policy Servicing Manager

About FWD Group

FWD Group (1828.HK) is a pan-Asian life and health insurance business that serves approximately 34 million customers across 10 markets, including BRI Life in Indonesia. FWD's customer-led and tech-enabled approach aims to deliver innovative propositions, easy-to-understand products and a simpler insurance experience. Established in 2013, the company operates in some of the fastest-growing insurance markets in the world with a vision of changing the way people feel about insurance. FWD Group is listed on the main board of the Hong Kong Stock Exchange under the stock code 1828.

For more information, please visit www.fwd.com

In Singapore, FWD aims to change the way people feel about insurance by leveraging technology to deliver products and services that are relevant, easy to understand and always convenient for our customers. To this end, we have a direct-to-consumer (DTC) platform that allows customers to buy their preferred life and general insurance products directly from our website; as well as a network of preferred Financial Advisory (FA) firms for customers who want to speak with an advisor before committing to an insurance plan. Whatever their preference, we believe insurance should be simple, reliable and convenient.

If you are looking for a career where you can create a real impact and celebrate living, we invite you to join us on our exciting journey.

PURPOSE

The Life Insurance Policy Servicing Assistant Manager plays a crucial role in overseeing and optimizing the policy servicing operations for our life insurance products. This position is responsible for ensuring efficient policy administration, addressing customer inquiries, and collaborating with various departments to improve processes. The Assistant Manager will contribute to maintaining a high level of customer satisfaction, ensuring targeted service turnaround time is met and compliance with regulatory standards.

KEY ACCOUNTAIBILITIES

• Assist manager in handling feedbacks and complaints and provide a service recovery.
• Collaborate with cross-functional teams and identify opportunities for process optimization, automation, and efficiency gains.
• Comply relevant regulations, internal policies and procedures in the service delivery.
• Deliver high quality, accurate and prompt service to customers by meeting or exceeding respective service levels and turnaround times of our life insurance and investment linked transaction.
• Generate and analyze reports on policy servicing metrics, tracking team performance and identifying areas for improvement.
• Implement quality control measures to maintain a high level of accuracy and minimize errors in policy servicing.
• Involved in new product launches and system enhancements discussions.
• Maintain accurate records, policy documents, and correspondence related to policy servicing activities.
• Provide feedbacks on our policy servicing processes and work with the head of function to streamline the processes in order to achieve operations efficiency.
• Provide training and development opportunities to team members to enhance their skills and knowledge.
• Review the root cause of any system issues and work with IT and other stakeholders to fix the issues.
• Participate in and sign off user acceptance testing.
• Support the company's initiatives in achieving its financial goals and objectives.
• Support other ad hoc tasks and projects assigned.

QUALIFICATIONS / EXPERIENCE

• A degree holder
• Proven experience in life insurance policy servicing, which includes life insurance and investment linked, with a minimum of 2 years in a supervisory or managerial role.
• Possess relevant insurance certificates such as M5, M8, M9, HI, PGI and BCP will be a bonus.

KNOWLEDGE, SKILLS & ABILITY

• A team player.
• Analytical mindset with the ability to make data-driven decisions.
• Detail-oriented and capable of managing multiple tasks simultaneously.
• Excellent communication, interpersonal, and customer service skills.
• Good knowledge in life, health and investment linked insurance.
• Excellent time management.
• In-depth knowledge of life insurance and investment linked regulations and industry practices.
• Proficiency in using Life Asia policy administration application will be added advantage, and MS Office Suite.